Industrial

Challenge

Large manufacturing companies serving international markets typically operate dozens or even hundreds of production facilities in remote locations around the world. These factories house many different types of expensive and complex machinery. Machine uptime is critical to keeping production operations online, as a single failure can often impact the entire production process.

Servicing these machines is difficult, as on-site technicians are primarily local hires and less knowledgeable than their counterparts at headquarters. When a problem is encountered, more often than not local technicians require assistance from experts familiar with the particular machine. Communicating the problem to the expert at headquarters is often a problem in itself due to language barriers. Downtime is not an option - you need a way to fix the problem fast and avoid the cost of flying out an expert from headquarters.